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Director, Contact Center Innovation

Moderna, Inc.
Cambridge, MA
Start date
Mar 26, 2023

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Job Details

The Role:
Moderna aspires to be recognized as the most committed innovative and trusted scientific partner by healthcare practitioners and patients to realize the value of Modernas life-saving mRNA therapies and vaccines. This role is an exciting opportunity to be a critical part of a dynamic global team in a high growth organization. Reporting into the Sr. Director Global Medical Information, the Director Contact Center Innovation will be accountable for Modernas Omnichannel Contact Center (OC3) Platform Business Applications, drive transformation initiatives and establish innovative tools and analytics capabilities. The role will be based in our offices in Cambridge, MA.

Moderna seeks candidates aligned with its culture centered on bold, collaborative, curious, and relentless values, which enable innovation in mRNA-based vaccines and therapeutics to benefit patients.

This is an exciting time to join Moderna as we expand our product reach globally to hundreds of millions of people and experience acceleration in our pipeline and late phase development, thereby poising Moderna for substantial growth in the upcoming years. This role will be a key contributor to Modernas future success in making a transformative impact to patients through our vaccines and therapeutics using our mRNA platform.

Heres What Youll Do:

  • Own Omnichannel Contact Center Platform Business Applications and ensure close collaboration between Business and Digital teams to conduct new feature risk assessments, determine training requirements and translate key technical decisions into clear language for business owners

  • Gather user requirements, user stories and rationale, assurance protocols, user acceptance testing, etc. in close collaboration with Medical Information Operations, Commercial Operations, Clinical Operations and Commercial / Research & Development Digital teams

  • Lead release roadmap discussions and planning for system enhancements and updates

  • Advance integration of Contact Center systems and vendor or cross-functional platforms

  • Manage microsite for Contact Center contacts and resources

  • Build and maintain Contact Center Dashboards in coordination with Reporting Analysts; develop user stories, gather requirements, manage business requests, and drive implementation

  • Project manage the Contact Centers medical content and services on Moderna Atlas, which provide HCPs a digital "one-stop-shop" providing on-demand medical education content, publications, and medical information responses and tools.

  • Own new Contact Center tool discovery, design, development and implementation

  • Effectively partner with digital teams across Moderna in Medical Affairs, Commercial, Research & Development, Clinical Safety & Pharmacovigilance, and Quality Assurance

  • Represent the Contact Center on Moderna Digital Transformation initiative teams

Heres What Youll Bring to the Table:

  • Advanced scientific degree (PharmD, MSN, MPH, MS) and minimum 6-8 years of Contact Center experience in the pharmaceutical/biotech industry

  • Technical expertise and in-depth knowledge of cloud-based Contact Center systems and solutions

  • Dynamic, results-driven leadership

  • Advanced problem-solving skills to address complex and multi-faceted business problems

  • Excellent organizational skills and ability to manage multiple projects in a fast-paced environment

  • Outstanding verbal and written communication skills

  • A digital first mindset and drive for continuous learning and improvement

  • Ability to effectively collaborate in a dynamic, global and cross-functional environment

  • A desire to be part of a high-growth, digital-native, transformational company that is Bold, Relentless, Curious and Collaborative.

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

  • Highly competitive and inclusive medical, dental and vision coverage options
  • Flexible Spending Accounts for medical expenses and dependent care expenses
  • Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
  • Family care benefits, including subsidized back-up care options and on-demand tutoring
  • Free premium access to fitness, nutrition, and mindfulness classes
  • Exclusive preferred pricing on Peloton fitness equipment
  • Adoption and family-planning benefits
  • Dedicated care coordination support for our LGBTQ+ community
  • Generous paid time off, including:
    Vacation, sick time and holidays
    Volunteer time to participate within your community
    Discretionary year-end shutdown
    Paid sabbatical after 5 years; every 3 years thereafter
  • Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
  • 401k match and Financial Planning tools
  • Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
  • Complimentary concierge service including home services research, travel booking, and entertainment requests
  • Free parking or subsidized commuter passes
  • Location-specific perks and extras!

Candidates should be aware that Moderna currently maintains a policy requiring all US-based employees to be fully vaccinated against COVID-19 and receive a booster shot once eligible. Newly hired employees must be vaccinated and boosted prior to their employment start date. Moderna is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated or receive a booster where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

About Moderna

In over 10 years since its inception, Moderna has transformed from a research-stage company advancing programs in the field of messenger RNA (mRNA), to an enterprise with a diverse clinical portfolio of vaccines and therapeutics across seven modalities, a broad intellectual property portfolio in areas including mRNA and lipid nanoparticle formulation, and an integrated manufacturing plant that allows for rapid clinical and commercial production at scale. Moderna maintains alliances with a broad range of domestic and overseas government and commercial collaborators, which has allowed for the pursuit of both groundbreaking science and rapid scaling of manufacturing. Most recently, Moderna's capabilities have come together to allow the authorized use and approval of one of the earliest and most effective vaccines against the COVID-19 pandemic.

Moderna's mRNA platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, and has allowed the development of therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases, cardiovascular diseases and autoimmune diseases. Moderna has been named a top biopharmaceutical employer by Science for the past seven years. To learn more, visit

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a persons race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Moderna will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.



Moderna is advancing messenger RNA (mRNA) science to create a new class of transformative medicines for patients. Moderna’s platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, providing the Company the capability to pursue in parallel a robust pipeline of new development candidates. Moderna is developing therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases and cardiovascular diseases, independently and with strategic collaborators.

mRNA is now a turning point in the history of science, medicine, technology, even humankind itself. With this breakthrough discovery, many of the world’s biggest and most challenging medical problems are no longer a question of “how?” but merely a question of “when?”

Come with us as we pursue the uncharted reaches of possibility and make your mark on the future of medicine.


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